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Can you legally tape your customers?
Posted Fri 31 August 2007 @ 9:47 a.m. by Sarah Putt
Taping an agent’s phone calls is probably taken for granted in most contact centres. Customers are usually notified this will occur in the recorded message at the beginning of the call or the agent themselves will tell them at the start of the conversation. The reason for the recording is often given as “training purposes”.... >> more
Categories: Recruitment and HR | Technology
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Driving the web experience
Posted Wed 22 August 2007 @ 4:24 p.m. by Sarah Putt
Internet channels such as web-chat are yet to be embraced by Contact Centres in New Zealand and Australia, according to a study by Genesys 'Contact Centre Realities Volume 9'. Based on a survey of 236 contact centre managers in 19 industries across Asia Pacific, it shows only 4% of respondents from this part of the world support... >> more
Categories: Technology
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Award winner gathers market intelligence in the contact centre
Posted Thu 16 August 2007 @ 10:18 p.m. by Sarah Putt
Louise Wilson, APN TUANZ Contact Centre Manager of the Year 2007 (26 - 75 seats)Louise Wilson may have spent 15 years of her working life in media sales, but when she took charge of APN’s outbound sales team, she had zero experience as a contact centre manager. Yet in just a year she has turned it into... >> more
Categories: Leadership | Profile